Customer Service Representative

1 week ago

Gosport, Hampshire, United Kingdom Standard Aero Full time
{"Key Responsibilities": "

As a Customer Support Representative at Standard Aero, you will be responsible for delivering exceptional customer service and support to our clients. Your key responsibilities will include:

  • Developing and managing customer relationships to increase customer satisfaction and deliver a responsive and effective communication process;
  • Preparing and processing customer transactions, including quotations, purchase orders, rentals, cost estimates, invoicing, and calculation of relevant gross profit margins and other financially based analysis as required;
  • Reviewing information on estimates and invoices with the CPM;
  • Working with the finance department to set up and manage customer accounts in the ERP system;
  • Communicating with operations and management regarding customer issues, needs, and concerns;
  • Ensuring all Cycle Zeros are accurately completed prior to induction of product;
  • Receiving and processing customer and intercompany purchase orders;
  • Monitoring warranty payments from OEMs and preparing journal entries as required (product applicable);
  • Driving advance delivery of Customer supplied documentation (log book, log cards, POs) to support immediate engine function and forecast anticipated shop visits by Customer by engine serial number (product applicable);
  • Customizing the production plan and project plans in close liaison with production, engineering, and logistic support. Updating the ERP system as required to ensure all plans are on track and accurate;
  • Creating, updating, and maintaining all relevant reports and KPIs as required;
  • Managing time effectively, meeting personal goals, and working effectively with other members of the team and business;
  • Maintaining proficiency in using personal computer, data entry terminal, and other common office equipment and software;
  • FOLLOWING COMPANY POLICIES AND PROCEDURES AND WHERE NECESSARY CREATING PROCEDURES;
  • Answering incoming calls and providing front-line support;
  • Creating and maintaining a coherent filing system;
  • Willing to work flexible hours as required;
  • Presenting a professional image at all times to customers (internal and external);
  • Attending and participating in all meetings as necessary;
  • Active participation in operational improvement activities and projects as applicable;
  • Covering and supporting other CSRs within the team (irrelevant of product);
  • Performing all other duties as needed to ensure departmental efficiencies.

Competencies:

Core:

  • Good interpersonal/communication skills – both written and verbal;
  • Adept at building effective working relationships to benefit Customer needs;
  • Strong financial acumen both in terminology and processes;
  • Follow and write processes and procedures;
  • Self-motivated and able to prioritize and manage own workload;
  • Does require fluent communication in English language;
  • Meet the Company's health screening and surveillance requirements.

Essential:

  • Customer-facing experience;
  • Full understanding of financial terminology and processes;
  • Strong planning, organizational, analytical, and problem-solving skills;
  • Experience working in a culturally diverse environment with a demonstrated experience sensitivity to other cultural norms and practices;
  • Responsible for observing and reporting any issues or concerns in support of the company-wide Quality Management Systems (QMS), Environmental Management Systems (EMS), Safety Management Systems (SMS), and all Export Control & Compliance Policies.

Desirable:

  • Aviation experience;
  • Experience;
  • Full Driving Licence would be required;
  • Ability to work flexible hours;
  • Willingness to travel within UK and internationally where required;
  • Working in an office setting, spending extended periods of time sitting at a computer;
  • Knowledge of products/engines/propellers/accessories in respective business;
  • Experience of using ERP systems or similar enterprise resource planning tool.

Organisational Relationships:

  • Working directly with CPM, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain, and Procurement;
  • Actively contributing in other functional areas not directly related to Customer Services. Operations, Technical, Quality, and Material;
  • Working effectively with colleagues and other internal departments.

Professional Qualifications/Education and Training:

Essential:

  • Customer administrative Role  Microsoft Computer skills to a high level of competency;
  • Financial acumen; prior experience or formal training;
  • Does require fluent communication in English language.

Desirable:

  • Degree;

Experience:

This should detail the type of experience that would be relevant to the role in order to help demonstrate competency.

  • Customer Administrative Experience;
  • Computer skills at a high level of competency especially in Excel and Word;
"}

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